Technical Support Coordinator – Part Time

This is a fully remote position, open to applicants in United States.

📋 Description

• Examine incoming support cases and collect details to replicate and comprehend reported issues.

• Conduct initial troubleshooting utilizing approved tools, product documentation, logs, reports, and established diagnostic procedures.

• Recognize patterns, document results, and resolve standard product, configuration, data, and integration challenges.

• Elevate complex or high-impact issues with supporting evidence, troubleshooting history, customer implications, and suggested next steps.

• Engage with customers via service tickets and phone communication.

• Pose clarifying questions, manage expectations, and deliver timely status updates.

• Convert technical findings into customer-friendly language and actionable next steps.

• Verify resolution and customer comprehension prior to closing cases.

• Keep precise case notes, categorization, severity, ownership, and resolution information in the support system.

• Adhere to service-level objectives, escalation protocols, security guidelines, and documented support procedures.

• Collaborate with senior support personnel and teams across Customer Revenue & Operations, Product, Engineering, Telecom, and other departments.

• Contribute to knowledge resources and take part in coaching, training, and team meetings.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Interest in technology and capability to learn software products, support tools, and structured troubleshooting techniques.

• Strong analytical and problem-solving abilities, with a keen eye for detail and a systematic approach.

• Excellent written and verbal communication skills, with comfort in interacting with customers.

• Capacity to document tasks accurately, manage multiple cases, adhere to established procedures, and meet response expectations.

• Basic proficiency in web applications and Microsoft Office.

• Dependable attendance and ability to work scheduled business hours, including occasional adjusted coverage as business needs arise.

• Availability of approximately 25 hours per week.

• Must reside in an eligible U.S. state.

• A quiet, private, distraction-free workspace suitable for customer phone interactions.

• Access to reliable high-speed internet.

🏝️ Benefits

• Paid sick leave in accordance with applicable state and local regulations.

• Eligibility to participate in the company 401(k) plan, subject to plan eligibility criteria.

• Overtime eligibility as per applicable law.

• Flexible remote work schedule during business hours.

• Company-provided laptop.